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joyanisa74's avatar
joyanisa74
New member | Level 2
3 years ago
Solved

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund

cancellations
Payments
Plans
Refunds
  • Sam DBX's avatar
    Sam DBX
    2 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 

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  • Mikiradic123's avatar
    Mikiradic123
    Explorer | Level 3
    2 years ago

    Hi Jay,

     

    Yes, I was charged by Dropbox on 15/6/2023

     

     

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago

    Dropbox can only charge if its give a card number to charge. So, if you did NOT give it to Dropbox you need to speak to your card company because its fraud. 

  • muniram52's avatar
    muniram52
    New member | Level 2
    2 years ago

    Please refund my money , I didn't applied for the more space , and I had a free account. But Bank called me that you charged me 2 times for each time $119.88. I don't use the drop box at all, and I just open it to see how it works and its more that a year didn't open it once. 

    I need that you refund my money asap. Thanks 

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey muniram52, sorry to hear about this.

     

    I'd recommend getting in touch with our support team directly for further assistance on this matter.

     

    To do so, make sure to use an incognito window without logging into any Dropbox account and fill in this form with all the relevant information.

     

    Once you do this and get a ticket from our system, you can share its number with us here so that we can look it up in our system as well.

     

    I hope this helps!

  • Carrie Gentz's avatar
    Carrie Gentz
    New member | Level 2
    2 years ago

    I have deactivated it twice and yet every month they just keep stealing my money.  I am OVER IT and want my money refunded.  I don't even use it anymore

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey Carrie Gentz, sorry to see you're having trouble.

     

    What kind of steps are you following to cancel your subscription? Because if you continue getting charged, it might not be going through.

     

    Did you initially upgrade directly through our website or through the Dropbox mobile app (billed through iTunes/Google Play)?

  • SVG2's avatar
    SVG2
    Explorer | Level 4
    2 years ago

    Good Day Megan 

     

    Thank you so much for checking in. 

     

    I managed to gain a response from Donald and he has assisted me in facilitating a refund for me, I received the emails yesterday and this morning. 

     

    I will keep you posted once I receive the refund. 

     

     

  • baitboyz's avatar
    baitboyz
    New member | Level 2
    2 years ago

    trying to get an account that's been charged annually for 5 years refunded and deleted.

     

    we have had 5 years of having duplicate subscription payments.  We are trying to get the one account deleted and refunded.  There is no hope of talking to a live person and getting this message across accurately

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hi baitboyz, welcome to our Community! 

     

    Have you tried contacting our Support directly?

     

    You can visit the Support page while you're not signed into a Dropbox account, preferably using an Incognito or Private browsing session to make sure you're not signed in.

     

    Let me know if you have any issues with that!

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